Customer Support Team Member

**Who are We**

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners.**Supported by a**strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

If you are seeking the opportunity of blended home and office working in an exciting new role then we would love to hear from you. Upon successful completion of your training/probation period, we can offer you 2 days in the office with the remainder in the office or at home at your discretion.

**About The Role**

To carry out various Customer Support duties, primarily working in our Mortgage & Savings Support Services team.

**Role Specific Tasks**
- To work within the Society’s Mortgage & Savings Accounts Team to provide an excellent service to customers wishing to make changes to their accounts, product set up, processing product transfers, monitoring savings and mortgage accounts, producing savings documentation, and various other administrative duties;
- This role will be primarily based in Savings and involve processing new and existing savings accounts received from customers and branches, deceased customer procedures, various savings accounts enquiries, including regular reporting ISA transfers and administration;
- This role will also include working with mortgage accounts in the processing of redemptions, capital repayments, direct debit set up and processing forbearance arrangements;
- In addition to this the job role involves providing excellent customer support through communication with our customers, processing and administration of service requests;
- The role will involve dealing regularly with customer enquiries and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our online portal.

**What's on offer?**
- Competitive salary
- Hybrid working model
- Annual KPI Bonus Scheme
- Excellent pension with up to 20% employer pension contribution
- Life Assurance Scheme
- Group Income Protection
- Health cash plan for money back on dental, optical costs etc
- Generous holidays - 25 days plus up to 12 Bank Holidays
- Holiday purchase scheme
- Opportunity to gain great exposure in supportive environment
- Excellent training and volunteering opportunities

**Required Criteria**
- Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
- High degree of accuracy of data input and attention to detail
- 2 year’s customer service experience
- Strong MS Office and IT skills
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

**Desired Criteria**
- Previous experience working in a financial environment
- Telephony experience

**Skills Needed**

Answering Customer Questions, Establishing Rapport With Clients, Ability to Use Positive Language, Data Entry and Basic Computer Skills, Ability to Identify and Anticipate needs

**About The Company**

Careers at Progressive

We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work.

We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies.

This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.

**Company Culture**

To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work:
We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork.

We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success.

We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives.

We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.

**Company Benefits**

We offer our staff competitive employment conditions and a range of benefits designed to achieve high levels of staff enga